Service Manager

**Role is Hybrid** - Lead and manage a team of approximately 20 assessors, ensuring services are delivered in line with contractual requirements, operational procedures and quality standards. - Set, monitor and manage individual and team performance targets, using performance data to drive productivity, quality and service outcomes. - Maintain contractual quality standards, ensuring the team consistently achieves agreed accuracy and service level targets. - Manage all aspects of employee performance, including objective setting, regular one-to-ones, coaching, absence management, disciplinary procedures and recognition of achievement. - Identify training and development needs within the team and ensure appropriate learning, coaching and support is provided. - Create a positive and engaging working environment, motivating and supporting team members to achieve individual and business objectives. - Manage day-to-day operational activities, ensuring workloads are effectively planned, prioritised and completed within agreed timescales. - Support workforce planning and resource allocation, ensuring adequate staffing levels are maintained to meet customer and business requirements. - Maintain a strong understanding of relevant legislation, policy and operational procedures, providing guidance and support to team members where required. - Undertake quality assurance activities, including reviewing work, identifying trends and implementing corrective actions to improve performance. - Develop and maintain a detailed understanding of contract requirements, performance measures and customer expectations. - Build effective working relationships with internal stakeholders, escalating issues, risks and resource challenges to the Operations Manager as appropriate. - Support the achievement of contractual performance and financial targets through effective management of resources and operational efficiency. - Manage relationships with customers and stakeholders on day-to-day operational matters, ensuring issues are resolved promptly and professionally. - Contribute to continuous improvement initiatives, identifying opportunities to improve processes, efficiency, quality and customer experience. - Ensure compliance with company policies, procedures and regulatory requirements, promoting best practice across the team. - Maintain excellent attendance and punctuality, leading by example and managing attendance within the team in accordance with company policy. - Deliver team briefings, coaching sessions and operational updates, ensuring staff remain informed, engaged and capable of performing their roles effectively. - Act as a positive role model and ambassador for the organisation, demonstrating company values and supporting wider business initiatives. - Provide operational information, reports and updates to the Operations Manager, highlighting performance, risks, issues and improvement opportunities. - Support business continuity arrangements and operational resilience, ensuring service delivery can be maintained during periods of change or absence. - Deputise for the Operations Manager on operational matters when required, within agreed authority levels. - Be willing to travel occasionally to customer or company sites where business requirements dictate.